Doug Patterson ABR®, SFR REALTOR®: Doug Patterson ABR® Broker-In-Charge (Park Place Real Estate, Broker-In-Charge)

Client or Customer?  If You Don't Know, Then How Do You Expect Consumers to Know?

It seems to me that while reading posts on ActiveRain, I read where agents refer only to "clients" and NEVER "customer."  Should I assume that we all only work with "clients" or do we work with "customers" as well?  Or could it be that some:

1. Just do so without thinking?
2. Don't know the difference between the two?
3. Want to sound more important by using the word client?
4. Want to give the impression that we only work with buyers that sign Buyer Agency Agreements (even though that isn't always true)?
5. Have forgotten that technically there is a difference?

Personally I think that the use of the words customer and client in real estate is for the benefit of agents only and a bit ridiculous to me.  I mean consumers really don't give a damn.  They just want to be treated fairly and we owe that to anyone that we work with regardless (or irregardless which should be removed from the English language) of whether they are clients or customers.

At any rate, you can call them what you like.  I'm not really bothered by it like some.  I'm just being the typical wordsmith here and thought the topic was a good one to chew on for a minute.

But since definitions exist in the world of real estate, we may as well know what they are and how they are applied.

Just in case you've forgotten or haven't read the Code of Ethics since Shep was a puppy, here's a little refresher:

Standards of Practice 1-2

As used in this Code of Ethics, “client” means the person(s) or entity(ies) with whom a REALTOR^® or a REALTOR^®’s firm has an agency or legally recognized non-agency relationship;

“customer” means a party to a real estate transaction who receives information, services, or benefits but has no contractual relationship with the REALTOR^® or the REALTOR^®’s firm;

“prospect” means a purchaser, seller, tenant, or landlord who is not subject to a representation relationship with the REALTOR^® or REALTOR^®’s firm;

“agent” means a real estate licensee (including brokers and sales associates) acting in an agency relationship as defined by state law or regulation; and “broker” means a real estate licensee (including brokers and sales associates) acting as an agent or in a legally recognized non-agency capacity. (Adopted 1/95, Amended 1/07)

 

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Your average home seller isn't a Botanist. And your average seller plants and cares for many plants and shrubs they know very little about. Throughout the Houston area we have an abundance of Oleanders. These shrubs are widely popular because of their extreme durability, price and overall appearance.

 

When consumed by mammals, especially dogs, oleanders can kill. But so can many other types of plants. A friend of mine who owns a landscaping company told me that many of the plants in your average garden are considered toxic. One lady reportedly died from attempting to make oleander tea as a last ditch effort to cure her cancer. Another man died from eating mass quantities of it because he read that it was a natural plant that could cure his stomach cancer.

Should a seller disclose anything they know about the dangers of their plants?

If I were an attorney, and I'm not, I'd say yes. You should disclose anything relevant to the property that might expose you for claim. Best to over disclose and get a signature...then be forced to explain later.

Or maybe that's being extreme. It's not like homeowners disclose that the batteries in the upstairs smoke detector are old, cheap and likely to stop working. I suspect there will be comments from readers on this post that will suggest a buyer with pets should have the responsibility to decided if plants are harmful to their pet or not. A seller shouldn't be responsible to understand, learn or know the danger levels of every plant or chemical used in their lawn. Lets not even talk about the oranisms in the pool or type of fertilizer tossed out back. Damn those electromagnetic fields from the power lines! RUN FOR YOUR LIVES!  

Today you're the Jury!

The Plaintiff (buyer) is suing the homeowner for 10 trillion dollars because the buyers salivating Rott ate some oleander as a side salad with the neighbors pussy cat & died. Hey don't laugh, this is America.  

 

 

 

 

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The information contained in this blog is believed to be reliable and while every effort is made to assure that the information is as accurate as possible, the author of this blog, and its comments disclaim any implied warranty or representation about it's accuracy, completeness or appropriateness for any particular purpose. All information is copywritten and the property of Greg Nino.  

 

 

 

 

"Do not judge by appearances; a rich heart may be under a poor coat."

~ Swedish proverb

 

Original article source: Accompanied Real Estate Showings

For those that do not live and breath selling Real Estate every day you may not realize what the term “accompanied showing” means. This little piece of Real Estate jargon is when the buyers agent is required to meet the listing agent when showing a home or other property.

When I am getting ready to schedule all the properties I am going to show for a particular day the last thing I want to see in the showing instructions is that the listing agent has to be present so please coordinate your schedule accordingly. This is almost as bad as the home seller that makes it a requirement they have twenty four hours notice before a Realtor can enter their home.

Thankfully we do not have accompanied showing in Metrowest Massachusetts area all that frequently. This is certainly not the case all over Massachusetts as it becomes more and more common in some of the cities surrounding Boston. Some areas around the country have accompanied showings and others do not. Why? Who knows but more than likely it all started with an areas tradition.

I am this way of doing Real Estate business has never caught on in my neck of the woods. Frankly an accompanied showing is a waste of a listing agents time and does nothing to enhance the home sale process. There is a long standing misconception amongst some people that Realtors “sell homes”. It may come as a surprise but I have rarely ever “sold” a home in this sense of the word to any client I have ever worked with.

Homes are an emotional purchase. Buying a home is not something a Realtor talks somebody into doing. Realtors can be give advice and provide helpful information but homes sell themselves. In the twenty five years that I have been selling Real Estate there is one commonality when a buyer enters a home they like.

There is an an emotional reaction and you can see it in a persons body language and facial reactions. There are times when a buyer walks into a home you can just feel that it is a match and they will end up putting in an offer. This scenario occurs because of human emotions and attachment. It has almost nothing to do with a sales pitch.

To continue reading the full article see accompanied Real Estate showings.

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About the Author: The above Real Estate information on accompanied real estate showings was provided by Bill Gassett, a Nationally recognized leader in his field. Bill can be reached via email at billgassett@remaxexec.com or by phone at 508-435-5356.

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Recently, Inman published its 2011 Top 100 Most Influential list and a recent post mentioned that the Most Successful Agent began his journey here on AR. I quickly scrolled through the list to see who made it, why they made it and what factors make them on the list.

It's no doubt that in our real estate industry, success and influence are defined by the number of transactions and sales volume. Most of these top producers work in a TEAM environment.

I don't have any published stats and neither do I have a clear understanding of how most businesses are set up: individual agents versus team environment. So, I cant say for sure, but I know having a team produces far beyond what one individual can do.

Where there is a list, there is a ladder. The competitiveness of my nature wants to get me on it and move up. It's also a very natural entrepreneurial spirit. But a couple of years ago, I gave up beginning my year with # transactions, # sales volume I needed to close on my business plan.

I find it very stressful to keep up with my list and my expectations.

What I read about influence and compensation in Go Givers Sell More changed my perspective. It talked about how top athletes, celebrities earn the money they do, versus a school teacher, a church pastor - what noble work they do, yet they bring home what they bring home. According to the book, it's about IMPACT. Goodness and worthiness have nothing to do with compensation. Compensation has something to do with IMPACT.

I walked about thinking more about IMPACT. In our sales world, I guess the word IMPACT also refers to marketing and how we keep our "pipeline" full. It's reality.

So, instead of starting out my year with # transactions or # sales volume, I chose to write my business plan based on IMPACT VALUE. I don't necessarily say how many transactions I need to close but instead talk about how many families I want to impact. Now, every once a while, I'm not able to make an impact on some families - for whatever the reasons are.

When I began my journey here on AR, I quickly could tell who's successful in the business, who's not. My years are young in the business and I was trying to kill myself comparing me to those who have been in the business, possibly for times I have walked this earth. When it came to it, there is no comparison. They too, are at a different stage of lives not similar to mine. They are probably empty nesters, or at least have no 4-year olds tugging on the leg, trying to take a phone call professionally. There's so many factors I had to learn to take into consideration. Not just the success they have versus mine.

I smile. I'll do what I can to make a positive impact for those I serve. The forces of nature really will take care of itself.

Nope, I'll never get on anyone's life, make it to Top 100 or even be considered as "Most successful" in the world of real estate, but I gather enough to put food on the table for my family and then some. Who's to say, I'm not successful in His eye?

If charting # productions, volume serve you well, continue to do it. I understand there must be a baseline to know what your break even point is because this is after all, a business - not a hobby.

But for those who do compare yourself to others - don't. It's always "looks" greener on the other side. I promise you that.

Be yourself, push where you need to be, and in the end, let nature takes its course. Don't ever be accused for not trying hard enough. But when you do, just know that that was your best you could do at that given time.

My hope for you in 2012: Onwards and upwards!

 

 

 

 

 

I posted a question on some real estate forums asking Realtors what they expect from a lender when they refer a client.  I received a number of excellent answers:

•  I like working with resources that "work the way I do" - accessibility is so important and this is generally where my lender of choice comes out #1. I recommend several, but she's the one that takes the call and so generally she gets their business. Service and the ability to deliver: she has the clout and access to make things happen. While she can't control everything, she remains engaged and involved throughout.  And yes, I do appreciate reciprocity. This has become more of a focus for me recently - just joined a networking group and I think the idea of helping one another grow is important.
• Accessiblity, Communication, and to be copied on everything they send my client!
• I have high expectations for myself as well as my Broker. Communication is KEY. Keep me in the loop and update me, and keep me informed of any problems. Be ethical, available, honest and proactive. I consider the lender my TEAM member and want the transaction to go as smoothly as possible.

• First and foremost, I want a loan officer who is completely honest and upfront with me and my client. It is also very important to me that the loan officer respond quickly to inquiries, be available to answer the buyer's questions, and keep us updated throughout the process. Of course, it is vital that there are no surprises at closing and that everyone is in the loop regarding the status of the loan throughout the entire transaction.
• I want a loan officer to contact the buyer, return all calls promptly, give me some feedback after the buyer has been contacted and find and solve problems. I love when a loan officer calls me to tell me there was a problem but they have fixed it and the buyer is happy. Great, one less thing for me to worry about. I don't care if you send me a referral but take care of the ones I send you.
• Someone who returns calls, has great customer service and continues to ask great probing questions of the buyer.
• I look for someone that is knowledgeable, follows up consistently, is personable with clients that are referred to them & provides great customer service. This to me is the greatest attribute a loan officer should have. If customers don't like them or they can't be reached once they take the application no matter how much they know, they aren't going to want to work with them so attitude is everything.
• Honesty - They have to tell the truth to both the agent and the client. What are potential issues and hurdles that may be faced in a transaction? Must offer a fair deal to the consumer and be sure the consumer will ultimately be thankful for the referral.
  Access - They have to be available at all times. If not - they need to have someone competent handling their affairs while on vacation. If I need an amended approval at 10pm on Sunday evening - I want to know I can have it. 

How would you answer this question?

Over the past 30 plus years I've worked with a lot of couples who where struggling with their marriages.  There is one stress issue that has come up over and over, whether voiced or not, but it's not money.  The number one reason, beyond adultery and abuse, for couples to break up is failed expectations. 

It might have been promises not kept as the core of the failed expectations.  For instance, a young man may woo a girl into relationship, and ultimately into marriage, because of the potential for a comfortable life with lots of "stuff" and all that life can offer, like kids, cars, a nice home, great vacations, etc.  But, when reality hits, the economy turns upside-down, the jobs or promotions don't come, the money is too little and the expectation is crushed.  Soon after, the marriage falls apart. 

The same can be true in your career, or any career for that matter.  When you entered your current career, you probably didn't expect to experience the longest running recession since the Great Depression to be your current and constant norm. 

You may not have expected your chosen field to be the hardest hit in an economy that is struggling to get on track.  You probably didn't think that clients would use your services with promises of financial reward, only to turn their backs on you just before payday or that a co-worker would steal a customer away when you weren't looking.

These things all happen in life, but there is a flip-side to living in a world of failed expectations.  You can just as easily live in a world of expectations.  Today, I had a client email to tell me that her husband decided to go with a family friend for their current listing needs.  I had done all the leg work, set a price for their upcoming sale, provided all the paperwork for their short sale and they took it followed by a short email and a simple "sorry, but" line that would leave most of us frustrated.  It did me.

But, on other side of that event, I still live a life of expectation.  It's hard sometimes, but it's a much better way to live.  Three hours later, I received a new listing.  I could have sulked over the lost opportunity, or I could believe that good things are going to come my way day after day.  When they come, they are there because they are expected.  There is a great power, or faith, in expecting good things to come into your life. 

One of the things I always asked each individual in a marriage couple counseling session is, "What would you have to change to be happy in any relationship?"  That normally caught them off guard because they wanted me to ask what their partner would need to change in order for them to be happy, but the truth is no one can make you happy or sad without your permission. 

So, as you're thinking about your career, "What would you have to change to develop a life of expectation in your career?" 

 

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Give me a call for all your real estate needs, and let's make something amazing happen. 

Mike Cooper @ Cornerstone Business Group, Inc., 888-722-6029

Real Estate Sales and Property Management

 

(Disclaimer:  All grammatical mistakes, punctuation breakdowns and misspellings are purely for your amusement and entertainment.  Feel free to cackle.)

One of the purposes of hiring a home inspector is that in order to find and coordinated every tradesman and contractor necessary to inspect a house would be a logistical nightmare. The other is bias or should I say lack of.

The home inspector unlike for example the plumber, has nothing to sell other than his skill inspecting homes. Sure the plumber is way more knowledgeable about plumbing, but he makes his living installing pipes and associated components, not inspecting them. The other aspect of an expertise is the expert may often see their product/skill as the answer to the homeowner’s problem even when it may not be the solution.

During a recent home inspection of an end unit condo I found the patio at the rear of the unit settled by several inches. The slope of the patio was such that it had created a nice little wading pool against the house when it rained. The dried mud tells the story. The concrete stairs next to and along the patio had also settled similarly. No doubt all this sinking was due to water collecting against the foundation.

I noted a sump pump discharge along the same wall. Not really a surprise to see considering the exterior drainage conditions one would think.

Inspecting the basement I found it finished at the corresponding wall. I also found the sump pump installed in the corner at the point where the water pools on the exterior and wall drainage. Wall drainage is a gap cut into the floor at the wall in order to collect water running in through the wall. This drainage system was only, as far as I could tell, along the rear foundation wall. I did not see it along any of the other exterior foundation walls.

Does this system address and cure the problem of the poor drainage on the exterior? No, I do not believe it does, but the company that put it in accomplished their goal. They sold their product and services. Did I mention all the carpeting in the basement had been removed and there were water stains along the finished walls.

Clearly the main issue with water penetration in this basement is the patio and the soil grading and drainage. Water penetration does not seem to be an issue on the other two exterior walls because it would seem the grading and drainage there is proper. This sump pump may indeed be necessary, but the root cause of the problem has been ignored.

And everyone knows ignoring problems doesn’t make them go away.

 

James Quarello
Connecticut Home Inspector
2010 - 2011 SNEC-ASHI President
NRSB #8SS0022
JRV Home Inspection Services, LLC

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In addition to ACCESS to getting into a home for a showing a pet peeve I have with some listing agents is the proper PAPERWORK a buyer agent needs to make an offer. ACCESS to that paperwork.

Um, excuse me Mr. Seller but WHERE is your paperwork? Why are they hiding it, foot dragging finding documentation, or filling out forms? A thorough Listing Agent gets this from their seller.

Documents like the Survey, Seller Disclosure information, all the photos, detailed information about exclusions, and how about state mandated addendums on some exclusions that all parties need to be aware of like mineral rights or a lead based paint acknowledgement for older homes? Where are these documents? Do I have to look under the bed in the Master Bedroom. I get funny on this at times as my PAPERWORK EXAM with glasses on but THIS stuff or lack thereof slows everything down in making an offer. Bonus material would be a floor plan or maintenance records. Get me my stuff and we will get started on the offer. HELLO? That IS what you want, right Mr. Seller?

I received two calls today from my blogs about FEMA from local residents! It is a double edged sword since I am reporting and explaining bad news. August 16, 2011 the new FEMA flood maps became official.

As of today, Wells Fargo customers are receiving their Flood Certification Notices. Others may be too. The new maps are now replacing the old and the perimeters are much, much different. Homes that once showed in the "safe zone" or the "C zone" are now showing in the "A zone". What does this mean? This means that their property has just been bumped into the "YOU HAVE TO PAY EXTRA FOR FLOOD INSURANCE" zone. All maps have been re-zoned to include many more properties and acres in the 100 year flood zone.

A nice local gentleman said, "hi, I came across your blog on FEMA and the new Flood Zones and I have some questions. I received a notice from my lender, Wells Fargo today stating that I am in the "A zone". I read your blog where it said you were getting quotes for as much as $20,000 per year for properties that are in this zone". I explained that I managed to find a man that could cover the home for as little as $569.00 per year with a request for grandfathering.

Problem is, the gentleman I spoke to today purchased his property in 2009 and I am not certain how long you must be in your property before you can become grandfathered.

Oh "sigh". I was afraid of this. All chaos is about to break loose.

This is going to cause a great many FORECLOSURES AND SHORT SALES. People are not going to be able to afford this kind of money on or near the water.

For all new closings: A lender must provide a notice of SFHA (special flood hazard area) to a purchaser within ten days of the closing. If the borrower does not comply by purchasing the insurance within 45 days the Federal Government will require the lender to force and choose insurance for the homeowner. This price on the insurance can be exorbitant!

ADVICE: If you feel your property is above the water level of the dam then I recommend a survey. It is called an Elevation Certificate and runs around $350.00 in this area. Most surveyors are equipped with laser equipment that can handle the job. Once you receive your survey with the elevation, photos, legal description you will turn this in to FEMA. If it shows a mistake then you will be re-zoned. This could help on your price.

Be sure and check with your insurance provider and then check with the FEMA certified insurance providers for separate quotes. The quotes can vary  by a huge amount of money. My personal recommendation is:

Gary Blome

WWW.EFLOODQUOTE.COM

gblome@floodorder.com

PH 800-901-1971

Fax 800-456-9830

I spent days looking for him so feel free to save yourself a lot of time and trouble and give Gary a call.

Good luck to all.

 

This is another change that will be reshaping the entire landscape of our business.

 

                                                                                                          
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Brooks Prime Properties, LLC
Waterfront Real Estate Specialists
936-295-0005
Lake Conroe Real Estate, Lake Livingston Real Estate
Your Waterfront Realtor®  Deb Brooks 

 

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www.lakeconroeprime.com

 Some photos attributed to FreeFoto.com                                             

 

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